Top Kapture CRM Alternatives

Kapture One Point is a CRM tool that is used to centralize the customer data so that the departments across the company can access them and function as a pipeline. It is a one-stop robust platform which helps you with all means of customer service. You can ease the load on support teams by integration with existing core platforms.

Bring your contact, service and field center into one place

If you have different centers for handling contact, service and field agents, then it is time to move it all into one place. The benefit of having it in one place streamlines similar actions across the teams and improves group learning. Having multiple channels like email, chats, and calls for support or Facebook, Twitter and others for social media to interact with customers means you have to login multiple times causing a redundancy. You can have all channels redirected to one inbox, this way your agents can concentrate on the important task at hand that is resolving tickets raised.

It helps you keep track of the tickets by escalating them if they are not resolved within a stipulated time. For quicker resolution, you can have an effective ticket routing system in place that helps you map certain issues to particular agents. Now once the ticket gets resolved customers can provide feedback which will highlight the ease with which the agents resolved their queries. They provide alerts including message notifications and ticket status updates. For field agents, access is provided through real-time updates on mobile.

Reduce calls, automate responses and increase revenue

Even if there are no agents available live chat helps the customer resolve their issues. It is a smart and interactive chatbot providing 24/7 assistance which provides automated responses. By looking at the FAQ’s machine learning is used to train the chatbot so that it can guide the customers to take a course of action. Proper training of chatbot using previous ticket resolutions can improve chat experience for the customer.

In case he needs more help you can redirect the query to the right team. Also, you can customize the chat experience to boost engagement with ease as no prior coding experience is needed. Better engagement leads to an increase in the number of conversions. With this, you can resolve queries by multiple customers at the same time. For a better experience, you can enable modification of orders by customers which means they don’t have to contact support each time. Thus reducing the number of calls and increasing your revenue.